Responsible to handle escalated L1 and L2 technical issues and incidents of all Digital Applications, troubleshoot and ensure that the incident could be resolved in a timely fashion to reduce causing major impacts to the business's operations.
Monitor and ensure that both SLA and KPI are align with the agreed standards.
Ensure that external vendors fulfill the agreed SLA. Arrange meeting, review and negotiate any service agreements if needed.
Formulate, define, and maintain a series of support strategies with an aim to deliver the highest standard of end user support services, such as workflows, escalation protocols etc.
Be the lead to look after system support & maintenance and negotiate with other parties, including IT, business users and vendors.
Support and fulfill daily IT Service Request from Users.
Assist to standardize application support workflow for new business and digital application systems.
Experience in 2nd tier support, solid SQL/Windows/Linux skills are must.
Experience in system development will be a plus.
Strong vendor management skill for 1st tier outsourcing parties.
Able to feedback and liaise with project and/ or development team to enhance both new and existing system.
Well organized, detail-minded with good interpersonal skills.
Self-motivated, able to work independently and willing to learn.
Excellent command in spoken and written English and Cantonese is a must.
Ability to work under pressure.
Candidate with experience working for retail, F&B, service integrator/ vendor will be a plus.
Interested parties please apply with full resume, state expected salaries by clicking Apply Now.
All applications and data collected will be treated in strict confidence and used exclusively for recruitment purposes. Only short listed candidates will be invited for interview. The company will retain the applications for a maximum period of 24 months and may refer suitable candidates to other vacancies within the Group.
Founded in 1956, Maxim’s Group is one of Asia’s leading food and beverage companies, operating Chinese, Western, Japanese and Southeast Asian restaurants, quick service outlets, bakery shops and cafes, and an institutional catering service. Maxim's Group also produces a range of festive products, including the award-winning Hong Kong MX Mooncakes, and is a licensee of Starbucks Coffee, Genki Sushi, IPPUDO, The Cheesecake Factory and Shake Shack in various territories. Altogether, the Group has over 1,800 outlets.
Proud of our heritage and humbled by our success, we are committed to a sustainable and innovative future. To learn more about Maxim’s, visit www.maxims.com.hk